Technical Support Today

I called technical support twice today. The first experience:

Me: “Hi, we’re having some problems with HSRP. It’s not letting us use more than 16 standby groups. Do you know of any way to get around this?”
Him: “Uhh. Could you email that to us?”

That was hours ago. Haven’t received even a confirmation.

The second experience:

I called a support number at 4:15pm Pacific. I get an automated message saying it is after hours because they are open M-F 8am – 8pm Eastern. 4:15pm Pacific = 7:15pm Eastern. Am I missing something? So I send an email, which they say will be responded to “within one business day.”

What is wrong with technical support? Having worked in technical support, I know that crap like this just isn’t acceptable.